U.S. patent application number 12/218535 was filed with the patent office on 2009-01-22 for device, maintenance support apparatus, and support system.
This patent application is currently assigned to Seiko Epson Corporation. Invention is credited to Yoji Sasai, Minoru Tanaka, Etsuo Tsuji.
Application Number | 20090024542 12/218535 |
Document ID | / |
Family ID | 39942899 |
Filed Date | 2009-01-22 |
United States Patent
Application |
20090024542 |
Kind Code |
A1 |
Tanaka; Minoru ; et
al. |
January 22, 2009 |
Device, maintenance support apparatus, and support system
Abstract
The system of the present invention is configured to online
support the operation of a device using an expendable under
restriction of refill. The system receives device information
regarding identification of a model of the device and expendable
information including a degree of consumption of the expendable
from the device via a network, and estimates an operating status of
the device under restriction of the refill of the expendable
according to the received device information and the received
expendable information. The system generates device support
information relating to the operation of the device under
restriction of the refill of the expendable based on the estimated
operating status of the device, and outputs the generated device
support information via the network. The arrangement of this system
desirably relieves both the user load and the support load in
maintenance and support of the device.
Inventors: |
Tanaka; Minoru;
(Shiojiri-shi, JP) ; Sasai; Yoji; (Shiojiri-shi,
JP) ; Tsuji; Etsuo; (Matsumoto-shi, JP) |
Correspondence
Address: |
EDWARDS ANGELL PALMER & DODGE LLP
P.O. BOX 55874
BOSTON
MA
02205
US
|
Assignee: |
Seiko Epson Corporation
Tokyo
JP
|
Family ID: |
39942899 |
Appl. No.: |
12/218535 |
Filed: |
July 16, 2008 |
Current U.S.
Class: |
705/400 ;
705/500 |
Current CPC
Class: |
B41J 2/17506 20130101;
G03G 21/02 20130101; G06Q 99/00 20130101; G03G 15/556 20130101;
G03G 2215/00109 20130101; G03G 15/553 20130101; G06Q 30/0283
20130101; G03G 15/5079 20130101; H04L 41/12 20130101; H04L 43/0817
20130101 |
Class at
Publication: |
705/400 ;
705/500 |
International
Class: |
G06Q 10/00 20060101
G06Q010/00; G06Q 99/00 20060101 G06Q099/00 |
Foreign Application Data
Date |
Code |
Application Number |
Jul 17, 2007 |
JP |
2007-186345 |
Jul 17, 2007 |
JP |
2007-186346 |
Jul 17, 2007 |
JP |
2007-186347 |
Claims
1. A maintenance support apparatus configured to support operation
of a device using an expendable, where the device is designed to
restrict refill of the expendable, the maintenance support
apparatus comprising: an information receiving module connected to
the device and configured to receive device information regarding
identification of a model of the device and expendable information
including a degree of consumption of the expendable from the
device; an operating status estimation module configured to
estimate an operating status of the device under restriction of the
refill of the expendable according to the received device
information and the received expendable information; an information
generation module configured to generate device support information
relating to the operation of the device under restriction of the
refill of the expendable, based on the estimated operating status
of the device; and an information output module configured to
output the generated device support information.
2. The maintenance support apparatus in accordance with claim 1,
wherein the information generation module generates maintenance
cost information representing a maintenance cost of the device as
the device support information, based on the estimated operating
status of the device.
3. The maintenance support apparatus in accordance with claim 1,
wherein the operating status estimation module estimates remaining
amount information representing a remaining amount of the
expendable under restriction of the refill, as the operating status
of the device, and the information generation module deduces a rate
calculated according to the estimated remaining amount information
from a predetermined maintenance cost and thereby generates
maintenance cost information representing a maintenance cost of the
device, as the device support information.
4. The maintenance support apparatus in accordance with claim 1,
wherein the operating status estimation module estimates an
operating performance of the device under restriction of the refill
of the expendable, as the operating status of the device, and the
information generation module generates operating performance
information regarding the estimated operating performance, as the
device support information.
5. The maintenance support apparatus in accordance with claim 1,
wherein the information receiving module receives at least one
option selected by a user among multiple options displayed on a
user interface window of the device, where the multiple options
include refill of the expendable, maintenance of the device, repair
of the device, and recovery of the device, the information
generation module calculates a maintenance cost for each of the at
least one selected option and generates maintenance cost
information representing the calculated maintenance cost, as the
device support information, and the information output module
outputs the generated maintenance cost information to the device
and causes the calculated maintenance cost for each of the at least
one selected option to be displayed on the user interface window of
the device.
6. The maintenance support apparatus in accordance with claim 1,
the support system further including: an operation lock module
configured to prohibit a further operation of the device using the
expendable.
7. The maintenance support apparatus in accordance with claim 2,
wherein the device is a printing device using ink as the
expendable, and the degree of consumption of the expendable is
either a used amount of ink or a remaining amount of ink.
8. The maintenance support apparatus in accordance with claim 7,
wherein the information receiving module receives printing device
use information including at least one of a cumulative number of
prints, a period of use, and a cumulative number of carriage
passes, in addition to the device information and the expendable
information, the operating status estimation module estimates the
operating status of the device according to the received device
information, the received expendable information, and the received
printing device use information.
9. The maintenance support apparatus in accordance with claim 8,
wherein the information generation module deduces an amount of ink
consumed for a maintenance operation of the printing device from
the used amount or the remaining amount of ink as the expendable to
determine the maintenance cost of the device.
10. The maintenance support apparatus in accordance with claim 2,
wherein the information receiving module is provided in a
predetermined communication distance from the device, and the
maintenance cost of the device is fixed, regardless of a difference
in communication distance from the device.
11. The maintenance support apparatus in accordance with claim 2,
wherein the maintenance cost of the device is determined by
statistical treatment of data regarding the estimated operating
status of the device.
12. The maintenance support apparatus in accordance with claim 2,
wherein the maintenance cost of the device is fixed irrespective of
the operating status of the device when the period of use of the
device is within a predetermined guarantee period since start of
use of the device.
13. The s maintenance support apparatus in accordance with claim 3,
wherein the maintenance cost regards a cost required for repair of
the device.
14. The maintenance support apparatus in accordance with claim 4,
wherein the information receiving module receives device operation
information including at least one of a cumulative power supply
time of the device, a maintenance record of the device, and a
cumulative operation time of the device, in addition to the device
information and the expendable information, and the operating
status estimation module estimates the operating performance of the
device as the operating status of the device according to the
received device information, the received expendable information,
and the received device operation information.
15. The maintenance support apparatus in accordance with claim 1,
wherein the information receiving module receives the expendable
information via a network; and the information output module output
the device support information via the network.
16. A support system of online supporting operation of a device
using an expendable, where the device is designed to restrict
refill of the expendable, the support system comprising: an
information receiving module configured to receive device
information regarding identification of a model of the device and
expendable information including a degree of consumption of the
expendable from the device via a network; an operating status
estimation module configured to estimate an operating status of the
device under restriction of the refill of the expendable according
to the received device information and the received expendable
information; an information generation module configured to
generate device support information relating to the operation of
the device under restriction of the refill of the expendable, based
on the estimated operating status of the device; and an information
output module configured to output the generated device support
information via the network.
17. A device operated with using an expendable, the device being
designed to restrict refill of the expendable, the device
comprising: a display module configured to display multiple options
including refill of the expendable, maintenance of the device,
repair of the device, and recovery of the device on a user
interface window of the display module in a selectable manner; and
a device information output module configured to output at least
one option selected among the multiple options, with device
information regarding identification of a model of the device and
expendable information including a degree of consumption of the
expendable, wherein the display module inputs a maintenance cost
determined for each of the at least one selected option based on
the device information and the expendable information and displays
the input maintenance cost for each of the at least one selected
option on the user interface window.
18. A system including a device using an expendable and a support
server for supporting the device, which are interconnected via a
network the device being designed to restrict refill of the
expendable, the device having a device information output module
configured to output device information regarding identification of
a model of the device and expendable information including a degree
of consumption of the expendable via the network, the support
server having: an information receiving module configured to
receive the device information regarding identification of the
model of the device and the expendable information including the
degree of consumption of the expendable from the device via a
network; an operating status estimation module configured to
estimate an operating status of the device under restriction of the
refill of the expendable according to the received device
information and the received expendable information; an information
generation module configured to generate device support information
relating to operation of the device under restriction of the refill
of the expendable, based on the estimated operating status of the
device; and a support information output module configured to
output the generated device support information via the network.
Description
CLAIM OF PRIORITY
[0001] The present application claims priority from Japanese Patent
Applications P2007-186345A, P2007-186346A, and P2007-186347A all
filed on Jul. 17, 2007, the contents of which are hereby
incorporated by reference into this application.
BACKGROUND
[0002] 1. Field of the Invention
[0003] The present invention relates to a technique of supporting
the use of devices by individual users.
[0004] 2. Description of the Related Art
[0005] User-friendly online support methods have been proposed to
support the users in the case of abnormalities and failures of
various devices including printers and scanners (see, for example,
Japanese Patent Publication No. 3716729). The devices as the
objects of such online support are generally those without any
expendable (for example, scanners) and those allowing frequent
refill and replacement of expendables (for example, inkjet
printers).
[0006] There are, however, other types of devices using
expendables, for example, a device designed to restrict refill of
an expendable. The prior art techniques have not been fully
examined for maintenance and support of these other types of
devices. There would thus be a demand for relieving both the user
load and the support load in maintenance and support of a device
designed to restrict refill of an expendable.
SUMMARY
[0007] The present invention accomplishes at least part of the
demand mentioned above and other relevant demands by the following
configurations applied to the maintenance support apparatus.
[0008] According to one aspect, the present invention is directed
to a maintenance support apparatus of supporting operation of a
device using an expendable. Here the device is designed to restrict
refill of the expendable. The maintenance support apparatus
includes: an information receiving module configured to receive
device information regarding identification of a model of the
device and expendable information including a degree of consumption
of the expendable from the device; an operating status estimation
module configured to estimate an operating status of the device
under restriction of the refill of the expendable according to the
received device information and the received expendable
information; an information generation module configured to
generate device support information relating to the operation of
the device under restriction of the refill of the expendable, based
on the estimated operating status of the device; and an information
output module configured to output the generated device support
information.
[0009] The maintenance support apparatus according to this aspect
of the invention estimates the operating status of the device
according to the expendable information including the degree of
consumption of the expendable under restriction of the refill,
generates the device support information relating to the operation
of the device under restriction of the refill of the expendable
based on the estimated operating status of the device, and outputs
the generated device support information. The user can thus readily
obtain the device support information on the device under
restriction of the refill of the expendable.
[0010] In one preferable application of the maintenance support
apparatus according to the above aspect of the invention, the
information generation module generates maintenance cost
information representing a maintenance cost of the device as the
device support information, based on the estimated operating status
of the device.
[0011] The maintenance support apparatus of this application
readily determines the maintenance cost of the device. The
maintenance cost is determined, based on the findings that there is
a strong positive correlation between consumption of the expendable
and the user's operation status directly affecting the maintenance
cost and that a possible factor of breaking this correlation is a
sort of luck or some quality variation irrelevant to the user's
operation. The device support information may be output to a
personal computer of a support center, as well as to a device or a
previously registered personal computer (for example, a personal
computer of a network administrator).
[0012] The maintenance support apparatus of this application
determines the maintenance cost of the device by the extremely
simple method to be charged for the user's operation-induced
deterioration of the device. This arrangement desirably reduces the
burden for determination of the maintenance cost and enhances the
customer satisfaction. The terminology of `device` means a
combination of a device with a personal computer, as well as a
device alone.
[0013] In another preferable application of the maintenance support
apparatus according to the above aspect of the invention, the
operating status estimation module estimates remaining amount
information representing a remaining amount of the expendable under
restriction of the refill, as the operating status of the device.
The information generation module deduces a rate calculated
according to the estimated remaining amount information from a
predetermined maintenance cost and thereby generates maintenance
cost information representing a maintenance cost of the device, as
the device support information. The maintenance support apparatus
of this application estimates the remaining amount of the
expendable under restriction of the refill from the expendable
information including the degree of consumption of the expendable,
and generates the maintenance cost information representing the
maintenance cost of the device as the device support information
based on the estimated remaining amount of the expendable. This
arrangement ensures easy determination of the maintenance cost of
the device.
[0014] In still another preferable application of the maintenance
support apparatus according to the above aspect of the invention,
the operating status estimation module estimates an operating
performance of the device under restriction of the refill of the
expendable, as the operating status of the device. The information
generation module generates operating performance information
regarding the estimated operating performance, as the device
support information. The maintenance support apparatus of this
application estimates the operating performance of the device from
the expendable information including the degree of consumption of
the expendable under restriction of the refill, and generates the
operating performance information representing the estimated
operating performance as the device support information. The
generated device support information is sent to the user to
effectively support the user's decision on the requirement of
maintenance or renewal of the device. This arrangement provides the
user with the adequate service or the adequate replacement of a
product, thus enhancing the customer satisfaction.
[0015] The present invention is not restricted to the maintenance
support apparatus described above, but may be actualized by
diversity of other applications, for example, a device as a support
object, a support system connected to a device via a network to
perform maintenance and support of the device, and a system
configured to include a device and a support server interconnected
via a network. Other applications also include a corresponding
support method, a support control method, computer programs
configured to actualize these methods or the functions of the
support system or the maintenance support apparatus, as well as
diversity of recording media in which such computer programs are
recorded.
BRIEF DESCRIPTION OF THE DRAWINGS
[0016] FIG. 1 schematically illustrates the configuration of an
online user support system in one embodiment of the invention;
[0017] FIG. 2 schematically shows the structure of a printer as a
support object in the embodiment;
[0018] FIG. 3 shows the structure of a printing mechanism of the
printer;
[0019] FIG. 4 shows generation of a reference print timing signal
PTS;
[0020] FIG. 5 shows an arrangement of nozzles Nz on a print head
carried on a carriage in the printer;
[0021] FIG. 6 shows a conventional printer life cycle;
[0022] FIG. 7 shows a first maintenance support scheme in the
embodiment;
[0023] FIG. 8 shows a second maintenance support scheme in the
embodiment;
[0024] FIG. 9 shows a third maintenance support scheme in the
embodiment;
[0025] FIG. 10 is a flowchart showing a user registration process
for online support;
[0026] FIG. 11 shows a dialog box opened to ask the user for
request or non-request of the user's registration for online
support;
[0027] FIG. 12 is a flowchart showing a registration process into a
user support server SV;
[0028] FIG. 13 is a table showing a server-side management
information;
[0029] FIG. 14 is a table showing a printer-side management
information;
[0030] FIG. 15 is a flowchart showing a maintenance support process
executed in the embodiment;
[0031] FIG. 16 is a flowchart showing a support request activation
process executed in the embodiment;
[0032] FIG. 17 shows inquiry windows open to check the requirement
or non-requirement for maintenance-relating information query;
[0033] FIG. 18 is a flowchart showing a maintenance item
specification process executed in the embodiment;
[0034] FIG. 19 is a table showing refill and refresh charge
determination methods;
[0035] FIG. 20 is a table showing repair cost determination
methods; and
[0036] FIG. 21 is a table showing buyback price determination
methods.
DESCRIPTION OF THE PREFERRED EMBODIMENTS
[0037] In order to further elucidate the functions, the advantages,
and the effects of the invention, one mode of carrying out the
invention is described below in the following sequence as a
preferred embodiment with reference to the accompanied drawings:
[0038] A. Outline of Device Support System [0039] B. Printing
Device as Support Object [0040] C. Maintenance Support Schemes
[0041] D. Device Support Registration Process [0042] E. Maintenance
Support Process [0043] F. Other Aspects
[0044] A. Outline of Device Support System
[0045] FIG. 1 schematically illustrates the configuration of an
online user support system in one embodiment of the invention. The
upper half shows the configuration of a support center performing
user support, and the lower half shows the configuration of the
user's operated client system. The support center includes a user
support server SV and a support operator. The user support server
SV has a memory area HDsv arranged to store support information 110
including maintenance information and a maintenance database DB
120.
[0046] Multiple programs activated on a predetermined operating
system (not shown) are installed in a computer 90. Typical examples
of such programs include a browser 16 provided to browse Web pages,
a printer driver 17 provided to drive the printer 10, and an
application program 18 provided to create documents and image data
as objects to be printed by the printer 10. In response to the
user's requirement for printing, the user's desired file as a
printing object and a print command are transferred from the
application program 18 to the printer driver 17. The printer driver
17 performs rendering and other required processes for the
transferred file and generate print data to be supplied to the
printer 10. The printer 10 receives the print data via a
communication cable and performs a printing operation.
[0047] The printer 10 includes a firmware 22 arranged to control
the operations of the printer 10 and an MIB (management information
base) 46 as a database for at least printer operating conditions.
The computer 90 makes access to the MIB 46 to gain information
regarding the operating environment of the printer 10.
[0048] B. Printing Device as Support Object
[0049] FIG. 2 schematically shows the structure of a printer 10 as
a support object in the embodiment. The printer 10 has large-volume
fluid packs for ink storage as explained later and is not designed
for the user's replacement of ink cartridges (not shown). The
printer 10 accordingly does not have a mechanism for replacement of
ink cartridges. Namely the printer 10 is designed to restrict
refill of expendables.
[0050] The printer 10 is an inkjet printer constructed to eject ink
droplets and record letters, characters, and graphics on a sheet of
printing paper P as a recording medium. The printer 10 includes a
main casing 20 to hold therein a printing mechanism 50 provided as
a fluid ejection assembly of ejecting ink droplets on the printing
paper P. The main casing 20 includes a paper feed tray 12 arranged
to introduce the printing paper P inside the main casing 20 to be
supplied to the printing mechanism 50 and a catch tray 14 arranged
to discharge the printing paper P from the printing mechanism 50 to
be taken out of the main casing 20. The detailed structure of the
printing mechanism 50 will be explained later.
[0051] A controller 40 is incorporated in the main casing 20 to
control the respective constituents of the printer 10. In this
embodiment, the controller 40 includes ASICs (application specific
integrated circuits) equipped with hardware components, such as a
CPU, a read only memory (ROM), and a random access memory (RAM).
The firmware 22 for actualizing the various functions of the
printer 10 is installed in the controller 40.
[0052] An upper casing 30 is located above the main casing 20 and
is designed as a holder case for multiple ink packs 310 provided to
store liquid inks of respective colors. The upper casing 30 is
pivotally supported on the main casing 20 to be opened and closed
about a pivot shaft 350.
[0053] In the embodiment, each of the multiple ink packs 310 is
made of a flexible sheet and formed as a substantially rectangular
flat bag having a substantially elliptical cross section. An ink
outlet 60 is formed on one widthwise side of each ink pack 310 to
allow discharge of the ink stored in the ink pack 310. The multiple
ink packs 310 are kept obliquely by lifting up their corresponding
longitudinal sides to be overlapped with one another. In the
printer 10 of this embodiment, four ink packs 310 for storing four
different color inks, black, cyan, magenta, and yellow are kept in
the upper casing 30. In a printer using six color inks including
light cyan and light magenta in addition to the above four colors
for printing, six ink packs 310 for storing six different color
inks, light cyan and light magenta in addition to the above four
color inks, are kept in the upper casing 30.
[0054] An ink supply assembly 330 is connected with the ink packs
310 to allow the ink discharge and is provided in the upper casing
30 constructed as an ink supplier to the printing mechanism 50. The
ink supply assembly 330 is connected with supply tubes 340 forming
fluid flow paths to introduce the ink flows, which are discharged
from the ink packs 310 to the ink supply assembly 330, to the
printing mechanism 50. The supply tubes 340 are made of a
gas-permeable material, for example, a thermoplastic elastomer like
olefin or styrene.
[0055] FIG. 3 shows the structure of the printing mechanism 50 in
the printer 10. The printing mechanism 50 has a rectangular platen
530 provided in a printable area where ink droplets are ejected to
the printing paper P. The printing paper P is fed on the platen 530
by means of a paper feed mechanism (not shown). The printing
mechanism 50 has a carriage 80 connected to the supply tubes 340
and equipped with a print head 28. The carriage 80 is supported to
be movable in a longitudinal direction of the platen 530 along a
guide rod 520 and is driven via a timing belt 512 by a carriage
motor 510 as a carriage driving unit. The carriage 80 is
accordingly moved back and forth on the platen 530 in its
longitudinal direction.
[0056] FIG. 4 shows generation of a reference print timing signal
PTS. The print timing signal PTS is output to each pixel to
instruct start of a driving waveform. As illustrated, the printer
10 has an optical linear scale 521 that is arranged in parallel
with the guide rod 520 constructed to support the carriage 80 in a
slidable manner and is provided to have black-painted areas at
preset equal intervals. The width of each black-painted area is
double the resolution of the printer 10 and corresponds to an
interval of 720 dpi. The carriage 80 is equipped with an optical
sensor (not shown). The optical sensor (not shown) outputs an ON
signal in response to facing to each black-painted area and outputs
an OFF signal in response to facing to each remaining area, as the
carriage 80 moves along the guide rod 520. The on-off sensor output
is shown in FIG. 4. The controller 40 detects the position of the
carriage 80 on the guide rod 520 according to this sensor
output.
[0057] In the printer 10, a small portion of the ink droplets
ejected from the print head 28 (see FIG. 5) mounted on the carriage
80 is accumulated in the form of mist on the optical linear scale
521. During mass printing, such ink accumulation gradually makes it
difficult to read the optical linear scale 521. Maintenance of
wiping out the ink accumulated on the optical linear scale 521 with
a solvent is accordingly preferable every after ejection of a
preset amount of ink.
[0058] FIG. 5 shows an arrangement of nozzles Nz on the print head
28 carried on the carriage 80. The print head 28 has six arrays of
nozzles Nz for ejection of six different color inks, black ink (K),
cyan ink (C), light cyan link (LC), magenta ink (M), light magenta
ink (LM), and yellow ink (Y). The corresponding nozzles Nz in the
respective nozzle arrays are located at identical positions in a
sub-scanning direction of the print head 28. Each nozzle array has
forty eight nozzles Nz arranged in zigzag at a fixed nozzle pitch k
in the sub-scanning direction on the print head 28.
[0059] The nozzles Nz are formed as small apertures on the print
head 28. The long-term non-use of the printer 10 may cause the
nozzles Nz to be clogged by the viscosity-increased and solidified
ink. In such cases, a maintenance mechanism 70 (see FIG. 3) is
activated to suck the ink from the nozzles Nz on the print head 28
and recover the smooth ink flow.
[0060] The following series of operations are performed for the ink
suction:
[0061] (1) moving the carriage 80 to the position of the
maintenance mechanism 70 located in a non-printable area, which is
out of the printable area with installation of the platen 50;
[0062] (2) lifting up a suction cup 744 of the maintenance
mechanism 70 by a lift mechanism (not shown) to be in contact with
the print head 28 in a sealing manner;
[0063] (3) sucking the ink from the print head 28 into an aperture
742 of the suction cup 744 by means of a pump (not shown); and
[0064] (4) causing the sucked ink to flow through a hose 715 and to
be kept and accumulated in an ink exhaust unit 710 filled with an
ink absorbent (not shown).
[0065] Maintenance of discharging the ink accumulated in the ink
exhaust unit 710 at regular intervals is also required.
[0066] C. Maintenance Support Schemes
[0067] FIG. 6 shows a conventional printer life cycle, and FIGS. 7
through 9 show maintenance support schemes in the embodiment. In
the conventional printer life cycle of FIG. 6, after production and
distribution of a printer, the user of the printer is in charge of
its maintenance and management. Many printers that are expected to
be continuously usable with adequate maintenances are untimely
disposed (directly or after collection by distribution outlets)
before their service lives.
[0068] FIG. 7 shows a first maintenance support scheme in the
embodiment. In the first maintenance support scheme, a maintenance
agency performs refill and refresh operations and supplies a
maintained product to the user. In the specification hereof, the
refill operation represents ink refill into the ink pack 310 or
replacement of the ink pack 310. The refresh operation represents
cleaning of the optical linear scale 521, discharge of ink exhaust
from the ink exhaust unit 710 and cleaning of the ink exhaust unit
710, and replacement of a circuit board (not shown) as a time
renewal part. When recycling is preferred to the refill and refresh
operations from the cost effectiveness point of view, the printer
10 is disposed for recycling.
[0069] FIG. 8 shows a second maintenance support scheme in the
embodiment. In the second maintenance support scheme, the user
makes a request for refill and refresh operations to a maintenance
agency and receives the printer 10 after the refill and refresh
operations. When recycling is preferable, the printer 10 is
disposed for recycling with the user's permission.
[0070] FIG. 9 shows a third maintenance support scheme in the
embodiment. In the third maintenance support scheme, either the
first maintenance support scheme is the second maintenance support
scheme is selectable in response to the user's selection.
[0071] D. Device Support Registration Process
[0072] FIG. 10 is a flowchart showing a user registration process
for online support. The computer 90 is connected with the printer
10 at step S100. This connection triggers the start of the user
registration process for online support. When the printer driver 17
is not installed in the computer 90 at the time of this connection,
installation of the printer driver 17 triggers the start of the
user registration process for online support.
[0073] At step S200, a printer ID is registered in the computer 90.
After the registration of the printer ID, a dialog box is opened to
ask the user for request or non-request of the user's registration
for online support (step S300).
[0074] FIG. 11 shows an example of the dialog box opened to ask the
user for request or non-request of the user's registration for
online support. The dialog box of FIG. 11 asks the user for
requirement or non-requirement of the maintenance support. In
response to the user's non-request for the registration, the user
registration process is terminated after creation of a user
registration icon, for example, on the desk top at step S400. The
user can start the user's registration at any desired time by
simply clicking the user registration icon. In response to the
user's request for the registration, on the other hand, the user
registration process goes to step S500.
[0075] At step S500, the computer 90 is connected with the user
support server SV. The printer driver 17 automatically makes this
connection by utilizing the printer ID registered in the computer
90. On completion of the connection, registration into the user
support server SV starts at step S600.
[0076] FIG. 12 is a flowchart showing a registration process into
the user support server SV. At step S610, the user's printer ID is
registered in the user support server SV. A user database is
generated based on the registered printer ID for easy customer
management.
[0077] At step S620, the computer 90 sends printer identification
information and maintenance information (see FIG. 13) to the user
support server SV. The printer identification information includes
several pieces of information regarding identification of the
printer 10 itself and its components, for example, a production
serial number of the printer 10, a circuit board serial number, and
their dates of manufacture. The maintenance information includes
several pieces of information, for example, the frequency of
maintenance service, a mechanism record (for example, a failure
record), and a circuit board record (for example, the cumulative
power supply time and the ink ejection time). The printer
identification information of the embodiment is equivalent to the
`device information` of the invention.
[0078] At step S630, the user support server SV starts recording a
server log. As the server log, maintenance information is mainly
recorded with time into the memory area HDsv of the user support
server SV.
[0079] At step S640, the MIB 46 of the printer 10 starts recording
a printer log. As the printer log, printer-side management
information (see FIG. 14) is recorded with time. The printer-side
management information includes printer operation information and
expendable information with the printer identification information
as a common retrieval key to the server log. The printer operation
information includes several pieces of information, for example,
the number of prints, the power on time, the cumulative print time,
and the number of carriage passes (the frequency of moving the
carriage 80). The expendable information includes an ink use record
and the remaining amounts of inks. The ink use record includes the
number of ink suctions by the maintenance mechanism 70 (see FIG.
3).
[0080] E. Maintenance Support Process
[0081] FIG. 15 is a flowchart showing a maintenance support
process. At step S1000, the printer 10 performs a support request
activation process. The support request activation process triggers
the start of the maintenance support process.
[0082] FIG. 16 is a flowchart showing the support request
activation process. At step S1100, the printer 10 performs an ink
usage monitor process. The ink usage monitor process monitors the
amount of ink ejection for printing and the amount of ink exhaust
discharged by ink suction. The amount of ink ejection is monitored,
for example, according to a known method of counting the number of
ink ejections and multiplying the counted number of ink ejections
by the size of ink droplets to calculate the ink usage of each
color ink as disclosed in Japanese Patent Laid-Open No. 2003-1842.
Aconcrete procedure calculates the ink usage from dot data of each
main scanning line or each page stored in a memory (not shown) and
serially adds the calculation results. The amount of ink exhaust is
calculated, for example, from the number of ink suctions.
[0083] At step S1200, the printer 10 determines whether the ink
usage exceeds a preset reference value. The ink usage is a trigger
of maintenance request of the printer 10, since the following
maintenances are required according to the ink usage:
[0084] (1) Request for ink refill: The use-up of even one color ink
leads to a failure of printing with the printer 10. The request for
ink refill is given upon determination of whether the maximum
amount of ink ejection among the amounts of the respective color
inks used exceeds a preset reference value; and
[0085] (2) Request for cleaning of the optical linear scale 521:
Accumulation of the ink mist gradually makes it difficult to read
the optical linear scale 521. The request for cleaning of the
optical linear scale 521 is given upon determination of whether a
total amount of the respective color inks used exceeds a preset
reference value.
[0086] At step S1300, the printer 10 determines whether a wear
volume of each mechanism exceeds a preset reference level. The
targets of this determination include, for example, a wear volume
of a paper feed roller (not shown), and wear volumes of the
mechanisms 510, 512, and 520 (see FIG. 3) for driving the carriage
80. The wear volume of the paper feed roller is estimable from, for
example, the number of prints (see FIG. 14). The wear volumes of
the respective mechanisms 510, 512, and 520 are estimable from, for
example, the number of carriage passes (see FIG. 14).
[0087] At step S1400, the printer 10 identifies the occurrence of
any abnormality. The occurrence of abnormality is identified in the
event of internal abnormality detection of the printer 10 or in
response to the user's press of a maintenance button (not shown).
In response to any of these triggers of maintenance request of the
printer 10, the maintenance support process proceeds to step S2000
in FIG. 15.
[0088] At step S2000, the printer 10 controls the computer 90 to
open an inquiry window. The inquiry window is opened to ask the
user for permission or rejection of connection to the user support
server SV via the Internet (step S3000). Some examples of the
inquiry window are shown in FIG. 17. An inquiry window W2 is opened
to notify the user of the coming time of expendable refill. An
inquiry window W3 is opened to notify the user of the coming time
of maintenance. In the event of the user's rejection of the
connection to the user support server SV, the maintenance support
process is terminated. In the case of the user's permission for the
connection to the user support server SV, on the other hand, the
maintenance support process proceeds to step S4000.
[0089] At step S4000, the printer 10 controls the printer 90 to
make connection with the user support server SV. On completion of
the connection, the maintenance support process goes to step S5000,
at which the user support server SV starts a maintenance item
specification process.
[0090] FIG. 18 is a flowchart showing the maintenance item
specification process executed in the embodiment. At step S5100,
the user support server SV obtains the printer-side management
information (see FIG. 14) from the printer 10 via the computer
90.
[0091] At step S5200, the user support server SV estimates a wear
degree of the printer 10 based on the obtained printer-side
management information. The wear degree of the printer 10 includes,
for example, the degree of damage of the optical linear scale 521,
the requirement or non-requirement for ink refill, the requirement
or non-requirement for part replacement of the mechanisms 510, 512,
and 520 (see FIG. 3), the amount of ink exhaust accumulated in the
ink exhaust unit 710, and the consumption degree of the circuit
board (for example, insufficient capacity of a capacitor).
[0092] At step S5300, the user support server SV specifies a
maintenance item according to the estimated wear degree of the
printer 10. The maintenance item to be specified here ranges from
simple ink refill to replacement of all consumable parts. At step
S5400, the user support server SV determines a maintenance cost of
the specified maintenance item according to a simplified
calculation method (explained later).
[0093] At step S5500, the user support server SV controls the
computer 90 to open a window of maintenance-related information
(not shown). The maintenance-related information includes the
specified maintenance item, the determined maintenance cost, and a
maintenance order method.
[0094] At step S6000 in the maintenance support process of FIG. 15,
the user support server SV accepts the user's order of maintenance.
In response to acceptance of the user's order of maintenance, the
maintenance support process proceeds to step S7000. When the user
does not make an order of maintenance, on the other hand, the
maintenance support process is concluded.
[0095] At step S7000, the user support server SV starts a
maintenance order process. According to a concrete procedure, the
user support server SV locks the use of the printer 10 and
automatically gives an instruction to a home delivery agency to
fetch the printer 10. The use of the printer 10 is locked, with a
view to preventing the specified maintenance item and the
determined maintenance cost from being varied by the subsequent use
after the order. It is preferable to unlock the use of the printer
10 in response to cancellation of the order of maintenance.
[0096] FIG. 19 is a table showing refill and refresh charge
determination methods in the embodiment. Three determination
methods are given in the example of FIG. 19. A CPU of the user
support server SV computes the refill and refresh charges according
to calculation formulae stored in the maintenance DB 120 in the
memory area HDsv of the user support server SV.
[0097] (1) A first determination method deduces a preset rate from
a flat rate determined for each model of the printer 10. The
deduced rate is set based on the remaining amount of ink and the
specific pieces of information relating to the wear volumes of the
mechanisms 510, 512, and 520 (see FIG. 3), the circuit board (not
shown), and other relevant parts, for example, the number of
carriage passes, the number of prints, and the cumulative print
time. This determination method increases the deduced rate and
accordingly reduces the maintenance cost in the case of the less
use of the printer 10.
[0098] (2) A second determination method uses a variable rate
determined according to the frequency of maintenance service,
instead of the flat rate in the first determination method. This
determination method decreases the variable rate and accordingly
reduces the maintenance cost with an increase in frequency of
maintenance service.
[0099] (3) A third determination method increases the deduced rate
according to the frequency of maintenance service in the first
determination method. This determination method increases the
deduced rate and accordingly reduces the maintenance cost with an
increase in frequency of maintenance service.
[0100] Any of these determination methods can easily determine the
maintenance cost, regardless of the specified maintenance item,
based on the printer-side management information, for example, the
number of prints, the power on time, the cumulative print time, the
number of carriage passes, the ink use record, and the remaining
amounts of inks.
[0101] FIG. 20 is a table showing repair cost determination methods
in the embodiment. The repair cost determination is classified into
the case of failure repair of a circuit board and the case of
failure repair of a component other than the circuit board. In the
failure repair of a circuit board, different determination methods
are adopted according to the enabled or disabled reading of the
printer-side management information.
[0102] In the case of failure repair of a circuit board, when the
printer-side management information is unreadable from the circuit
board, a first determination method is adopted to determine the
repair cost. The disabled data reading from the circuit board leads
to failed confirmation of the sufficient remaining amount of ink.
Replacement to new ink is accordingly performed with replacement of
the failed circuit board. The repair cost is determined by deducing
a rate corresponding to the remaining amount of ink from the cost
of the replacing circuit board and the replacing ink. The deduced
rate is calculated by multiplying an observed remaining amount D of
ink by a predetermined coefficient `d`. The printer-side management
information is reset in this case.
[0103] The actual remaining amount of ink is observed, for example,
by weighing at the support center. In the online support, the user
is notified of the deduced rate after the delivery of the printer
10 to the support center. In the offline support where the user
takes the printer 10 to the support center, the user is notified of
the deduced rate on site.
[0104] In the case of failure repair of a circuit board, when the
printer-side management information is readable from the circuit
board, on the other hand, a second determination method is adopted
to determine the repair cost. The repair cost is given as the
actual cost of replacement to a new circuit board. The printer-side
management information stored in the failed circuit board is
transferred to the replacing new circuit board. A rate
corresponding to the remaining amount of ink may be deduced from
the actual cost of replacement.
[0105] In the case of failure repair of a component other than the
circuit board, an determination method may deduce the cost of ink
used for the repair from the actual repair cost or may determine
the repair cost according to the refill and refresh charge
determination method (see FIG. 19).
[0106] This determination method pays back the cost of the
expendable used for the repair to the user.
[0107] FIG. 21 is a table showing buyback price determination
methods. Three determination methods are given in the example of
FIG. 21.
[0108] (1) A first determination method adds a preset rate to a
flat rate determined for each model of the printer 10. The added
rate is set based on the remaining amount of ink and the specific
pieces of information relating to the wear volumes of the
mechanisms 510, 512, and 520 (see FIG. 3), the circuit board (not
shown), and other relevant parts, for example, the number of
carriage passes, the number of prints, and the cumulative print
time. This determination method increases the added rate and
accordingly increases the buyback price in the case of the less use
of the printer 10.
[0109] (2) A second determination method uses a variable rate
determined according to the frequency of maintenance service,
instead of the flat rate in the first determination method. This
determination method increases the variable rate and accordingly
increases the buyback price with an increase in frequency of
maintenance service to the well-maintained status.
[0110] (3) A third determination method increases the added rate
according to the frequency of maintenance service in the first
determination method. This determination method increases the added
rate and accordingly increases the buyback price with an increase
in frequency of maintenance service.
[0111] The system of the embodiment automatically specifies the
maintenance item and determines its cost according to the
printer-side management information. The user can thus adequately
and easily select an optimum option among available operations
including repair, disposal for recycling, refill, and refresh. This
arrangement ensures adequate maintenance and management of the
printer 10 and accelerates recycling of the printer 10, thus easily
and effectively attaining both the cost reduction and the resource
saving.
[0112] F. Other Aspects
[0113] The embodiment discussed above is to be considered in all
aspects as illustrative and not restrictive. There may be many
modifications, changes, and alterations without departing from the
scope or spirit of the main characteristics of the present
invention. Any of the constituents included in the system of the
embodiment other than those commonly found in all the independent
claims are additional elements and may be omitted according to the
requirements.
[0114] F-1. In the embodiment described above, the refill and
refresh charges and the buyback price are easily determined
according to the printer-side management information, for example,
the number of prints, the power on time, the cumulative print time,
the number of carriage passes, the ink use record, and the
remaining amounts of inks, irrespective of the specified
maintenance item. One modification may determine the refill and
refresh charges and the buyback prices according to the specified
maintenance item or according to the combination of the
printer-side management information with the specified maintenance
item.
[0115] F-2. In the embodiment described above, the refill and
refresh charges and the buyback price are determined according to
the various pieces of information included in the printer-side
management information. One modification may determine the refill
and refresh charges and the buyback price according to only the
usage of an expendable. This is because there is a strong positive
correlation between consumption of the expendable and the user's
operation status directly affecting the maintenance cost. As is
found by the inventor's experience, a possible factor of breaking
this correlation is a sort of luck or some quality variation
irrelevant to the user's operation. Based on such finding, this
determination method enhances the customer satisfaction.
[0116] F-3. A rate calculated according to remaining amount
information representing the remaining amount of an expendable
under restriction of refill may be deduced from a predetermined
maintenance cost. This arrangement gives an adequate and easy
deduction of the maintenance cost to the user having the less use
of a device, thus reducing the burden for determination of the
maintenance cost and enhancing the customer satisfaction.
[0117] F-4. The system of the above embodiment identifies the
requirement or non-requirement for maintenance of a device and
determines the cost of maintenance. Such information may be used to
estimate the operating status of the device. The future operating
cost of the device is predictable from the required timing of
maintenance and the maintenance cost.
[0118] The operating status of device is estimated according to the
expendable information representing consumption of an expendable
under restriction of refill. The maintenance cost of the device is
easily determined from this estimated operating status. Namely the
future operating performance of the device is predictable according
to the expandable information. Device support information including
future operating performance information on the predicted future
operating performance may be generated and sent to the user to
effectively support the user's decision on the requirement of
maintenance or renewal of the device. This arrangement provides the
user with the adequate service or the adequate replacement of a
product, thus enhancing the customer satisfaction.
[0119] F-5. The embodiment regards the online maintenance support
system. An offline apparatus may alternatively be used to attain
similar offline maintenance support. In the offline maintenance
support, the circuit board of the printer 10 detached from the
printer 10 or attached to the printer 10 is connected with the
offline apparatus for data reading and writing. The use of the
offline apparatus is free from potential troubles of the online
support, for example, illegal acquisition of information or
falsification of information. The circuit board is preferably
designed by a specific interface or encryption to prohibit any
illegal or unauthorized access.
[0120] F-6. In the embodiment described above, the various pieces
of device-related information are sent to the support center. If
there is only one support center in the nation, the maintenance
cost may be varied according to the user's residential location. In
one practical application, multiple information receiving stations
or multiple support centers or service stations may be provided to
receive required pieces of information from individual devices or
to give the actual support to the users based on the received
information. In this application, the device-related information
may be sent to the nearest support center to each user. The user
can thus receive the uniform support, irrespective of the
residential location. This arrangement provides the user with the
sense of security and the convenience.
[0121] F-7. In the embodiment described above, the maintenance cost
is determined from the actually obtained pieces of information.
When sufficient pieces of maintenance-related information for
statistical treatment have been collected previously, the
maintenance cost may be determined by the statistical treatment.
The statistical procedure specifies a trouble requiring maintenance
and refers to the collected previous data in a statistical manner
to determine the maintenance cost. An average or a median of the
previous data may be used for determination of the maintenance
cost. The actual cost of each maintenance operation may be
different from the determined cost for the maintenance operation.
The statistical treatment, however, enables the total determined
maintenance cost to be sufficiently approximate to the total actual
maintenance cost. This arrangement statistically balances the
required maintenance cost and thus averages the user's financial
burden.
[0122] F-8. One preferable procedure may fix the maintenance cost
or may waive the maintenance cost for a preset period since the
start of a device. The device designed to restrict refill of an
expendable is generally expected to be stably used for a certain
time period without refill or replacement of the expendable. From
the user's standpoint, the fixed-rate or free maintenance support
is desirable when some maintenance is required during this time
period.
[0123] All changes within the meaning and range of equivalency of
the claims are intended to be embraced therein. The scope and
spirit of the present invention are not restricted by any of the
embodiment and its modified examples but are indicated by only the
appended claims.
* * * * *